Modathir Elbashir

Monitor and respond quickly and effectively to requests received through the
IT helpdesk
Respond to customer queries by phone and email
Create step-by-step training material with screenshots for clients
Provide technical assistance and support for incoming concerns and issues
related to systems, software, and hardware
Document internal procedures
Supporting and training service desk people.
Managing other resources if they are not capable of solving the issues.

Assessing the process and troubleshooting problems if required.

• Enhanced customer satisfaction by promptly addressing and resolving technical issues.
• Contributed valuable feedback regarding product performance trends, informing future development initiatives aimed at enhancing user experiences.
• Improved first-call resolution rates by effectively troubleshooting and diagnosing customer concerns.
• Conducted thorough training sessions for new hires, improving overall team performance in addressing technical inquiries.

• Used ticketing systems to manage and process support actions and requests.
• Diagnosed and troubleshot hardware, software and network issues.
• Installed, configured and maintained computer systems and network connections.
• Configured hardware, devices, and software to set up work stations for employees.
• Monitored system performance to identify potential issues.
• Removed malware, ransomware, and other threats from laptops and desktop systems.
• Configured and tested new software and hardware.

• Installed, configured, tested and maintained operating systems, application software, and system management tools.
• Improved IT system performance by implementing proactive maintenance processes and timely upgrades.
• Reduced downtime by quickly diagnosing and resolving hardware, software, and network issues.
• Increased user satisfaction through effective communication and timely resolution of support tickets.